Pocket CCO

Your go-to Chief Customer Officer and advisor, crafting seamless customer experiences across marketing, sales, product, and community.

[Christina Garnett @ThatChristinaG]

Who knew that Star Wars Lego sets could turn into such an online branding dumpster fire?

For my latest in @CampaignLiveUS, I cover the Bricks and Minifigs controversy, Reckless Ben, and how this is destroying the Bricks and Minifigs brand one brick at a time.

[Christina Garnett @ThatChristinaG]

Waiting for the perfect time to grab my book?

Get a sneak peek at my book Transforming Customer-Brand Relationships with this edited excerpt and get 30% off with code AMS30 through @KoganPage.

https://t.co/b0yuAnV5oj

[Christina Garnett @ThatChristinaG]

It's not a coincidence that horror is dominating right now.

A lot of people are worried about the world, their jobs, and life in general.

Being able to point that worry and fear towards something else is its own version of therapy and coping.

[Christina Garnett @ThatChristinaG]

We have fallen in love with optimizing our CX metrics instead of earning them.

My latest for @customerthink breaks down customer trust, how my equation breaks down what brands need to do to build/repair trust, and how we have lost our way by thinking NPS tells the full story.

[Christina Garnett @ThatChristinaG]

My favorite line from 007 First Light so far:
“Information isn’t knowledge and knowledge isn’t insight.”

[Christina Garnett @ThatChristinaG]

Heading to Vegas for @GainsightHQ Pulse!

Can't wait to share my talk on the customer trust equation and play book fairy.

If you're attending say hi and keep an eye out for my book. I'm hiding copies throughout the conference.

[Christina Garnett @ThatChristinaG]

So the weirdest thing happened yesterday while I was doing research for my book.

I found a journal article that directly discussed my 2020 tweet and what would become known as Marketing Twitter.

Absolutely wild.

[Christina Garnett @ThatChristinaG]

Congrats to the @neuemotion and @webflow teams for taking home bronze last night at the @shortyawards.

Love to see great B2B creative be celebrated!

[Christina Garnett @ThatChristinaG]

https://t.co/NNQyvomDh4

[Christina Garnett @ThatChristinaG]

I'm collecting data on how people actually experience trust with brands: what builds it, what breaks it, and what makes broken trust start to feel like the norm.

[Christina Garnett @ThatChristinaG]

Special thanks to Toni Krasnic for featuring my book in his CX Book Gems newsletter series.

[Christina Garnett @ThatChristinaG]

https://t.co/dcftd0WEfS

[Christina Garnett @ThatChristinaG]

What does the modern chief customer officer even do?

I shared my thoughts with @cmswire...

[Christina Garnett @ThatChristinaG]

Let's go @amandanat & @randfish!

[Christina Garnett @ThatChristinaG]

Cheers to the @webflow and @neuemotion teams for winning the @commawards for excellence in B2B Social Campaigns with AI Guy.

We love seeing our clients win.

[Christina Garnett @ThatChristinaG]

Consumers are being let down on multiple fronts. If any brand wants to build/rebuild trust, they need to see the full scope of how consumers are struggling and how they experience the loss of norms (Durkheim's anomie).

A sneak peek at the work I'm doing for my 2nd book.

[Christina Garnett @ThatChristinaG]

Émile Durkheim's term "anomie" could not be a more perfect description of what we are seeing as people struggle nowadays.

If we want to take care of our customers, we have to see them in their lives, not in a dashboard. My latest expands on Durkheim to improve CX.

[Christina Garnett @ThatChristinaG]

C-Suite, devs, PR

[Sonia Baschez @SoniaBaschez]

Huge week for 4 iconic brands:
- Xbox: Asha Sharma gave fans back everything Microsoft took away: the name, logo, pricing, and the coolness factor
- Nike: Their "walkers tolerated" was a huge miss because they went too far in the aspirational negative when people want aspirational positive right now
- Netflix: Their TikTok-style vertical video feed has a lot of potential if they hire fan cam creators
- Apple: Tim Cook is stepping down and his replacement will have big shoes to fill while still being overshadowed by Steve Jobs

@ThatChristinaG and I talked through all of it:

https://t.co/RsjwVOJOVR

[Christina Garnett @ThatChristinaG]

Technology is not the problem.
Losing our humanity in the pursuit of it is.